Application Packager
Test Consulting Group (TCG)
Canada
Long Term Contract
To adhere to quality standards, regulatory requirements and company policies
To provide support for on call escalations and doing incident & problem management
To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives
To participate or contribute on EN business in creation of proposals to drive Service improvement plans.